The Physio Den

Complaints Policy

Last updated: October 2026

At The Physio Den, we want clients to feel able to raise concerns openly.

We welcome feedback because it gives us an opportunity to understand what has happened, put things right where appropriate and improve the service we provide.

We will deal with complaints fairly, respectfully and as confidentially as reasonably possible.

1. How to complain

You can raise a complaint verbally or in writing.

You can contact:

The Physio Den
22 Long Street
Wotton-under-Edge
Gloucestershire
GL12 7BT

Telephone: 07455 321153
Email: info.thephysioden@gmail.com

If you are comfortable doing so, written complaints are helpful because they allow us to understand the concerns accurately and investigate them properly.

However, you do not have to make a complaint in writing.

2. What to include

Where possible, please tell us:

• what happened;

• when it happened;

• who was involved;

• what you are concerned about;

• how the matter has affected you; and

• what outcome you are hoping for.

You do not need to use formal or legal language.

If you need a reasonable adjustment to help you make a complaint, please let us know.

3. Acknowledgement

We aim to acknowledge written complaints within 5 working days.

If we are able to resolve the matter quickly, we may do so without a lengthy formal investigation.

4. Investigation

Where a more detailed investigation is appropriate, we may review:

• relevant clinical records;

• appointment records;

• communications;

• relevant policies and procedures;

• information provided by the people involved; and

• any other information reasonably necessary to understand the complaint.

We will aim to investigate complaints fairly and objectively.

5. Response

We aim to provide a substantive response within 20 working days where reasonably possible.

If a complaint is complex or requires more time to investigate, we will explain the reason for the delay and provide an update.

Our response may explain:

• what we have established;

• whether the complaint is upheld, partially upheld or not upheld;

• any action taken or proposed; and

• any learning or improvements identified.

Where something has gone wrong, we will seek to explain what happened and, where appropriate, apologise and take reasonable steps to put matters right.

6. Confidentiality

Complaints will be handled as confidentially as reasonably possible.

Information will only be shared with people who need it for the purposes of investigating or responding to the complaint, or where disclosure is otherwise lawful or necessary.

We may need to review clinical records or other confidential information when investigating a complaint.

7. Complaints involving another person

If a complaint is made on behalf of another client, we may need appropriate authority or consent before discussing that person's confidential information.

There may be circumstances where information can be shared without consent where permitted or required by law.

8. HCPC

Physiotherapists are regulated by the Health and Care Professions Council (HCPC).

The HCPC is the statutory regulator for physiotherapists.

If your concern relates to a physiotherapist's professional conduct, competence or fitness to practise, you may be able to raise the matter with the HCPC.

The HCPC is not an ombudsman for ordinary customer-service complaints, so we encourage clients to raise concerns with The Physio Den first where appropriate.

9. Chartered Society of Physiotherapy

The Chartered Society of Physiotherapy (CSP) is the professional body for physiotherapists.

It is not the statutory regulator.

The CSP may provide professional information or support, but it should not be regarded as the regulatory complaints body for physiotherapy practice.

10. Information Commissioner’s Office

If your concern relates specifically to the way your personal information has been handled, you can contact The Physio Den in the first instance.

You can also raise a data-protection concern with the Information Commissioner's Office (ICO).

Information about data protection is also provided in our separate Privacy Policy.

11. Accessibility

We want everyone to be able to raise a concern.

If you need a reasonable adjustment to make a complaint, such as additional time, an alternative communication method or information in an accessible format, please let us know.

We will consider reasonable adjustments in accordance with applicable equality law.

12. Learning and improvement

We use appropriate feedback and complaints to identify opportunities to improve our services.

Where a complaint identifies a problem with our systems, communication, clinical practice or other aspect of the service, we will consider what reasonable action can be taken to reduce the likelihood of the issue happening again.

13. Contact

The Physio Den
22 Long Street
Wotton-under-Edge
Gloucestershire
GL12 7BT

Telephone: 07455 321153
Email: info.thephysioden@gmail.com

Last updated: October 2026